Quality Analyst

Summary: In the role of Quality Analyst, you will be responsible for testing and documenting the efficacy of key product functions in line with regulatory, partner and company standards. You will also provide subject matter expertise to ensure that internal and external system outputs are operating effectively, are meeting key SLAs, and are aligned to our customer experience expectations. By partnering with various stakeholders, including Product and Risk Directors, Compliance and Legal, Sponsor Bank Contacts, Vendor Partners, you will contribute to the reporting and tracking of a comprehensive set of key capabilities and functions. You will report defects and will participate in creating or delivering solutions as appropriate.

Essential Duties and Responsibilities:

1. Monitor product performance: ensure program complies with due diligence requirements by performing ongoing monitoring and reporting around key controls.

• Audit aspects of the card program including monthly billing statements, APR calculations, timing of fee assessments and more.
• Perform monthly testing to confirm all regulated aspects of the card program are compliant.
• Review, investigate and respond to product inquiries that may have compliance/regulatory impact.
• Review experiences that are vital to customer experiences and review escalated complaints to ensure they are addressed in a manner that is compliant with regulation.
• Create new testing procedures for changes in regulation as provided by compliance of the program’s Sponsor Bank as needed.

2. Monitor partner performance: Participate in vendor compliance activities including adherence to established SLA’s, change process, and policy and procedures.

• Analyze daily, weekly, and monthly reporting from the vendor to identify potential risks or issues
• Through day-to-day quality reviews, identify potential gaps and third party non-compliance.

3. Prepare Due Diligence Documentation: Prepare and present updates or key reports and communicate to various levels of management.

• Sponsor bank key reports
• Internal performance reports

4. Reporting and Solutions Contributor: Escalate findings to compliance for self-reporting issues that may have regulatory impacts. Manage or contribute to the process of identifying corrective actions and formulating solutions that minimize the impact to customers.

5. Performs other duties as assigned.

Qualifications:

• Bachelor's Degree or High school diploma with 5 years of related experience also acceptable.
• 1-3 years’ experience with one or more of the following: financial services, product management, audit, testing, software quality assurance, compliance, risk or third party vendor management
• Able to critically analyze data and processes to identify issues, root cause and corrective action
• Detailed and analytical
• Demonstrated problem solving and critical thinking skills
• Self-directed and able to deal with some level of ambiguity
• Demonstrated skills in developing control processes
• Strong written and interpersonal communication skills
• Demonstrated follow up skills

Education and/or Experience:

• Bachelor’s degree preferred; or equivalent experience.

Physical Demands:

• Must be able to remain in a stationary position regularly.
• Occasionally move about inside the office to access file cabinets, office machinery, etc.
• Constantly operate a computer and other office machinery, such as a calculator, copy machine, and a printer.
• Occasionally may require light lifting up to 25 pounds.

Work Environment and Travel:

• Office environment.
• Minimal to no travel.

This job description reflects management’s assignment of essential functions, and nothing in this herein restricts management’s right to assign or reassign duties and responsibilities to this job at any time.